FAQs

How can I book an apartment?

If you know which Edinburgh apartment or house you’d like to book, please call the office +44 131 558 1108 or email us at [email protected] and we’ll complete your booking. As we know all our properties personally, we can help you make the right decision on where to stay and help find you your Edinburgh home from home. We will confirm the rent, refundable damage deposit and booking fee costs. The refundable damage deposit varies according to property and length of stay.

A 50% payment of the rent and booking fee are due to confirm a booking with the balance due 8 weeks before the stay commences. If the booking commences in less than 8 weeks then the payment is due in full. The refundable damage deposit is due the week before you arrive. You can pay by debit card, credit card, cheque or electronic bank transfer.

If you have any further questions regarding how to book your Edinburgh self catering apartment, please call us +44 131 558 1108.

What is the minimum & maximum booking term Dickins offer?

Dickins apartments are able to be booked from 3 nights and there is no maximum period. The rental includes reasonable use of gas/electricity, council tax, WIFI broadband, linen and towels.

What equipment can I expect in a Dickins apartment?

All our properties are fully equipped, including TV, WIFI broadband, fully equipped kitchen, linen, towels, iron, ironing board and some cleaning equipment. Please check the Features section of each home for more details.

How far in advance can I book?

Our homes are available to book a year in advance.

Can I book last minute?

Yes, if a home is available last minute then you can book. It’s worth looking at our Offers page, you never know you may find a great deal!

How do I pick up / drop off keys?

Keys are available from 4pm. They can be picked up from our office at 17 Dundas Street, Edinburgh. Alternatively we have a lockbox outside our office where keys can be collected outwith office hours. When you leave, the keys must be dropped off at our office and not left in the home. A £40 + vat administrative charge will be made for retrieving keys left in properties.

What are your office opening hours?

 

How can I pay for my apartment?

We accept the following payment methods:

• Debit card (no extra charges)
• Credit card (Visa or Mastercard). Please note for all overseas customers the deposit will need to be paid by credit card only.
• Cheque – Sterling cheques made payable to Dickins Edinburgh Client Account
• Electronic bank transfer

Sorry but we do not accept American Express.

How should I leave the apartment?

Please make sure that you leave your apartment clean and tidy. The washing up needs to have been done with all the dishes put away in the cupboards. Please close and lock all windows and make sure that you double lock the front door when you leave. You do not need to clean the linen but it would be very helpful if you could strip the beds. If there are communal rubbish (refuse) bins nearby then please make sure that you have disposed of all your rubbish. If these bins are not available then refuse will be collected from properties on certain days and this information will be available in each property. If you have broken or damaged anything during your stay you should call the office on +44 131 558 1108. You must vacate the property by 11am.

What is the earliest/latest time to enter/leave a property?

Guests may move into a property at 4pm on their arrival day and must vacate the property by 11am on their departure day. We’ll always try to be flexible, eg. if you are arriving in Edinburgh early please contact us and we will try to accommodate you.

When will I get my deposit back?

Deposits will be returned, less any deductions (if applicable) within two weeks of the end of the hire period. Payments will be made by crediting your card or bank transfer.

Under what circumstances would I not get back my full deposit?

• Any telephone calls made from a property where one is available will be charged
• If you lose any keys
• If you leave the keys in the property
• If the flat is not clean when you leave (not including linen)
• Any broken or damaged items in the property
• Occasionally owners may ask for contributions towards utilities where the use has been excessive
• Smoking fine £200
• Unauthorised pet fine £200

What do I do if something in the flat is not working during my stay?

Please call the office as soon as possible on +44 131 558 1108, so we can organise a tradesman to visit the property. Please note that if you report an issue after 12 noon, we might not be able to rectify it that day.

What should I do if I have broken something or had an accident, i.e. spilt something?

Please call the office as soon as possible on +44 131 558 1108 and we can organise for a professional to look at it. It’s better not to try to clean up a stain yourself as it can make it worse not better.

If I wanted a cleaner or other services, can you help?

We are able to offer excellent contacts for housekeeping as well as private chefs, executive car hire etc. Please call our office for more information on +44 131 558 1108.

Can I bring my pet with me?

Sometimes owners will accept dogs. This is at the discretion of the owner and will be indicated on the property listing. If you have a dog, please call the office on +44 131 558 1108 and we can direct you to properties which will be suitable for you. An additional £20/week charge is made if you are bringing a dog. Furthermore, a larger deposit will be taken to cover any breakages/damages or extra cleaning which is required after your stay. Cats are not permitted in Dickins homes. If you bring an unauthorised dog or cat into a Dickins home there is a £200 fine and the animal will need to be removed immediately. You will be responsible for the cost of repairing any damage that your pet causes to the home you are staying in and the cost will be retrievable on demand.

What facilities are there for children and babies?

We have several family friendly apartments and these are listed accordingly. Homes in our Family Friendly Collection have a travel cot and a high chair but you will need to bring your own bedding for the cot.

What happens if I leave something behind?

All items found in properties will be held for 28 days and all reasonable attempts will be made to contact the most recent guest if it is apparent that the item belonged to them. Items will be returned by post if appropriate with a minimum handling charge of £20.

Who do I contact in an emergency?

We have a 24 hour emergency out of ours number where you will be able to speak to a member of staff in the event of an emergency. This will be provided to you upon collection of the keys.

What should I do if I need help finding the apartment that I am staying at?

Our apartments are centrally located. Upon collection of the keys you will be given a map to the apartment from our office along with any further information you may require to find the apartment or to gain access.

How can I get around Edinburgh whilst I am there?

One of the many great things about Edinburgh is that it’s a small city and it’s easy to explore on foot. Edinburgh also has excellent public transport. Taxis can be picked up easily on the street or there are very regular buses running 24hrs a day. To find bus routes contact Lothian Buses on +44 131 555 6363. You can also take a ride on the infamous Edinburgh trams! If you’re bringing a car with you, it’s best to book an apartment with parking facilities as otherwise pay and display parking can be expensive and the chances of getting a parking ticket are high!

How can I cancel a booking?

24 hour cool-off period: Providing you book more than fourteen days before the start of your stay, you can cancel your booking within 24 hours of making it and we will refund 100% of any charges.

Cancelling after the booking is confirmed: Once a confirmation of booking has been issued to you via email by Dickins, you are responsible for the total price detailed. If you need to cancel, Dickins will try to relet the period for you and if they are successful, you will be reimbursed with the value of the relet less a £75 + VAT charge. If they are not able to relet the period, you will be responsible for the full rental cost. It may be a good idea to make sure you have travel insurance which covers cancellation. If you need to cancel and Dickins organises more than one booking of shorter durations than your original booking, then you will also be responsible for the housekeeping changeover costs, admin fees and welcome packs. Any money repaid to you will be limited to the value of your original booking.